Job Description for a Service Manager
The Service Manager will play a crucial role in ensuring effective communication, incident management, problem resolution, and process improvement within the Applications team. The primary responsibility will be to coordinate and facilitate various meetings, reviews, and actions to enhance operational efficiency and service delivery. This role will be pivotal in ensuring these applications to meet the service level agreements (SLAs) and exceed customer expectations.
Key Responsibilities:
- Manage the end-to-end service delivery of application maintenance activities, ensuring adherence to SLAs and operational standards.
- Coordinate with internal teams and external vendors to resolve incidents and service requests promptly.
- Conduct regular service reviews and performance evaluations to identify areas for improvement.
- Organize and facilitate daily stand-up meetings for all critical Applications.
- Coordinate monthly reviews and meetings to discuss performance, incidents, and action items.
- Lead incident management efforts, including root cause analysis and resolution for application-related issues.
- Prioritize and coordinate resolution efforts with relevant stakeholders, ensuring minimal impact on service delivery.
- Manage the problem management process for incidents categorized as P1, P2, P3, and P4.
- Drive the problem management process to identify and resolve underlying problems affecting application performance.
- Ensure timely submission and resolution of problem tickets to prevent recurring incidents.
- Track long-pending operational actions in collaboration with Operations Leads and Application Leads.
- Ensure timely closure of action items to maintain operational readiness and compliance.
- Coordinate with development and testing teams to ensure seamless release of changes into the production environment.
- Ensure all changes adhere to established policies, procedures, and regulatory requirements.
- Manage vendor coordination for complex P1/P2 Root Cause Analysis (RCA) and subsequent actions.
- Ensure timely and effective resolution of incidents involving third-party vendors.
- Implement preventive measures and process improvements to minimize recurring incidents.
- Champion continuous improvement initiatives to enhance application stability, efficiency, and user experience.
Qualifications and Skills:
- Bachelor’s degree in computer science, Information Technology, or related field (Master’s degree preferred).
- Proven experience 10-12 years in application maintenance and support, preferably within the telecom industry.
- Strong understanding of ITIL framework and its application in service management.
- Hands-on experience with incident management tools, performance monitoring tools, and ticketing systems.
- Excellent leadership and communication skills with the ability to collaborate effectively across teams and levels.
- Analytical mindset with problem-solving skills to address complex technical issues.
- Certification in ITIL, PMP, or related fields is a plus.
- Ability to manage multiple priorities and deliver results under pressure.
- Good knowledge of Compax, Outsystems, Matrixx and related technologies.
- Strong knowledge in Java / J2EE technologies, Oracle SQL / PLSQL, MongoDB, WebServices to support the team.
- Provide technical guidance and support to the team for the applications support and operational BAU processes.
- Good experience in support to handle AWS services and/or other cloud services.
